Call Center Executive - Healthcare /Diagnostic
Key Responsibilities: Call Center Executive for Diagnostic Center
Inbound and Outbound Calls
Answer incoming calls from customers in a courteous and professional manner.
Make follow-up calls to confirm appointments or address any pending queries.
Ensure that all calls are logged and documented as per company protocol.
2. Service Information Test Rates
Provide clear, complete, and accurate information to customers regarding:
Available diagnostic tests
Test preparation guidelines (e.g., fasting requirements)
Rates and available health packages
Timings and availability of doctors/laboratory services
3. Appointment Scheduling
Schedule appointments for in-center diagnostic services based on:
Customer preference
Availability of testing slots
Coordination with lab and technician teams
Reschedule or cancel appointments as required, ensuring proper communication with the customer and internal teams.
4. Home Visit Bookings
Coordinate home sample collections as per customer requirements, including:
Address verification
Availability of phlebotomists
Timing preferences and geographical limitations
Ensure accurate booking in the system and timely communication with the collection team.
5. Report Dispatch
Ensure timely delivery of test reports through:
WhatsApp (via WhatsApp Web/Business platform)
Email (as per the customer’s request)
Cross-check patient details to avoid any errors in sending reports.
Assist customers in accessing reports through online portals or app (if applicable).
6. Customer Grievance Management
Listen to and understand customer concerns empathetically.
Resolve basic complaints related to test results, delays, miscommunication, or service dissatisfaction.
Escalate complex issues to the appropriate department while keeping the customer informed.
Follow up until resolution and customer satisfaction is achieved.
7. Record Keeping and Reporting
Maintain accurate and up-to-date call logs, appointment data, and customer interaction records.
Generate basic reports on call volumes, types of queries, complaints, and resolutions.
Coordinate with the operations team to ensure smooth workflow.
Job Type: Full-time
Pay: ₹20,000.00 - ₹25,000.00 per month
Supplemental Pay:
Overtime pay
Work Location: In person
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Inbound and Outbound Calls
Answer incoming calls from customers in a courteous and professional manner.
Make follow-up calls to confirm appointments or address any pending queries.
Ensure that all calls are logged and documented as per company protocol.
2. Service Information Test Rates
Provide clear, complete, and accurate information to customers regarding:
Available diagnostic tests
Test preparation guidelines (e.g., fasting requirements)
Rates and available health packages
Timings and availability of doctors/laboratory services
3. Appointment Scheduling
Schedule appointments for in-center diagnostic services based on:
Customer preference
Availability of testing slots
Coordination with lab and technician teams
Reschedule or cancel appointments as required, ensuring proper communication with the customer and internal teams.
4. Home Visit Bookings
Coordinate home sample collections as per customer requirements, including:
Address verification
Availability of phlebotomists
Timing preferences and geographical limitations
Ensure accurate booking in the system and timely communication with the collection team.
5. Report Dispatch
Ensure timely delivery of test reports through:
WhatsApp (via WhatsApp Web/Business platform)
Email (as per the customer’s request)
Cross-check patient details to avoid any errors in sending reports.
Assist customers in accessing reports through online portals or app (if applicable).
6. Customer Grievance Management
Listen to and understand customer concerns empathetically.
Resolve basic complaints related to test results, delays, miscommunication, or service dissatisfaction.
Escalate complex issues to the appropriate department while keeping the customer informed.
Follow up until resolution and customer satisfaction is achieved.
7. Record Keeping and Reporting
Maintain accurate and up-to-date call logs, appointment data, and customer interaction records.
Generate basic reports on call volumes, types of queries, complaints, and resolutions.
Coordinate with the operations team to ensure smooth workflow.
Job Type: Full-time
Pay: ₹20,000.00 - ₹25,000.00 per month
Supplemental Pay:
Overtime pay
Work Location: In person